AccountId: 011433970860
ContactId: 261a23bd-822d-48d1-94ef-1ae30f89666a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342790 ms
Total Talk Time (AGENT): 140701 ms
Total Talk Time (CUSTOMER): 77882 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/261a23bd-822d-48d1-94ef-1ae30f89666a_20250411T18:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, [PII]. Um, my name is [PII], and this is the 3rd time I've called about a claim that shows it was paid to me, but I did not receive it.
[CUSTOMER][NEGATIVE] And my last phone call, the woman I spoke to, um, I told her that in the system it's showing my the wrong name for my bank, even though the routing number and the account number are correct, and she was supposed to look into it and get back to me and that was about 3 or 4 days ago.
[AGENT][NEUTRAL] OK, Ms. Waiting, so you have a claim that it shows that we paid but you've not received the funds on it, is that correct? OK, yes ma'am, I can try and help you with this or get you connected to someone who can further look at it and you said you've called. This is the 3rd call about it?
[CUSTOMER][POSITIVE] Right, correct, yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am. So first off, Miss [PII], uh, what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 230-418-87.
[AGENT][NEUTRAL] OK, thank you, give me a moment to get your policy information pulled up please.
[AGENT][NEUTRAL] OK, so Miss waiting, I will have to verify several things with you first for security and then all the information um that I do provide would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and the last piece of information to verify is your email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much. OK, so I do see that someone called and left you a voicemail this uh around [PII] today.
[CUSTOMER][NEUTRAL] Um, I didn't show record. No, I didn't.
[AGENT][NEUTRAL] Did you get that voicemail?
[AGENT][NEUTRAL] OK, so let me um let me see if the person that called you.
[AGENT][NEUTRAL] Today is available bear with me just one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you mind letting me place you on just a brief hold? It doesn't look like she's currently available, but I just want to double check that. If not, I'll send her a message and ask her to give you a call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so one moment please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Ms. Wedding, so I was not able to reach her, so I will be happy to send her an email letting her know that you have returned her call and to to give you a call if that's OK.
[CUSTOMER][POSITIVE] OK, yes, thank you.
[AGENT][NEUTRAL] It is, yes, it is [PII] that called you. She's the um lady that you had spoken with on the [PII].
[AGENT][NEUTRAL] She is also who has called you back today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK. So, um, again, I'm not sure how her phone number will come up misleading on your ID. So, but I'm fixing to send her the email to let her know that, you know, you have called.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] All right. Well, is there anything else I could help you with at the moment?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, yes, ma'am. You're very welcome and thank you again for calling APL. I hope you have a very nice weekend.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Yes ma'am, thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I keep forgetting to turn those into you. That's why it's so late. I'm gonna try to get a better.